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Customer Success Assistant
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Role: Customer Success Assistant
Hours: Full time
Location: Ashby De La Zouch - Hybrid
Reporting to: Business/Project Manager
Job Purpose
Primarily to manage the Customer Service inbox, Flu inbox, support Vaxishop inbox and General Medicines inboxes.
To take incoming calls & chats from the Sanofi Vaccines and General Medicines UKIRE customer base as and when required.
Provide an exceptional customer service experience by managing inbound and outbound interactions with Sanofi Vaccines and General Medicines existing customers and enquiries from third parties.
Where appropriate, support customers with Sanofi Vaccines and general medicines service range of licensed products in a non-promotional capacity.
Key Responsibilities
CUSTOMERS
Provide an exceptional customer support service, processing all inbox queries, inbound calls, vaccine orders and General medicines queries. Duties to include but not limited to:
- Responding to incoming calls, click to chats and emails from customers from both vaccines and general medicines business units
- Answering enquiries regarding product information, pricing, supply updates, deliveries, proof of delivery requests, requests for copy invoices, statements, payment refunds
- Advise customers on supply caps and seek approval in accordance with the Sanofi Vaccines SOP on orders placed that exceed caps
- Handle queries and complaints, provide solutions and follow up to ensure resolution on a timely basis and to the satisfaction of the customer
- Answer first line product enquiries in line with the approved medical database
- Provide support to customers with the use of all microsites and forward feedback to the Marketing team when necessary
- Identify sales leads to follow up by the contact centre or field-based sales teams as appropriate
- Process material requests as requested and signpost to relevant systems when needed
- When required to do so, contact existing and/or potential customers and/or stakeholders to arrange meetings with Sanofi Vaccines colleagues
- When required to do so, contact existing and/or potential customers and/or stakeholders for the purposes of gathering market, environment and/or customer information
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ORDER ENTRY & ADMINISTRATION
- Record all sales and order information for Head Office use
- Take and manage all product orders in accordance with the relevant Sanofi Vaccines SOP
- Manage all Vaccine Standing Orders in accordance with the relevant Sanofi Vaccines SOP
- Manage, amended and cancelled orders in accordance with the relevant Sanofi Vaccines SOP
- Consult with relevant Sanofi Vaccines team members regarding blocked orders relating to Validation or Credit limit issues
- Consult with Sanofi Vaccines nominated distribution provider to resolve customer queries in relation to delivery timings and schedules
INFORMATION & COMMUNICATION
- Keep accurate records of all correspondence with customers within 24 hours and record into appropriate systems
- Coordinate communication with all stakeholders across the business to ensure all business leads or interests are dealt with effectively and efficiently in a timely manner
- Pass information to the appropriate team member regarding new, reopened or change of name account requests & other customer master data amendments
- Ensure that all customer feedback regarding Vaxishop is relayed to the Vaxishop Coordinator on a timely basis
- Ensure that any information in relation to a potential adverse event is transmitted to the Sanofi Vaccines UK Pharmacovigilance Department in line with the SOP
- Conduct all activities in accordance with the current ABPI Code of Practice where relevant
- Communicate effectively with the wider field-based sales force when required
- Attend regional or national meetings as and when required
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Qualifications & Skills
- Educated to graduate level (relevant life sciences or business/commercial course)
- ABPI - preferable to have upon commencing role, if not must have obtained within one year of commencing role
- Confident IT user
- Evidence of good written and spoken English
- Demonstrable history in achieving business related targets
- Positive customer service attitude
- Experience of dealing with HCPs - preferable
- SAP and Veeva experience - preferable
Key Deliverables
Minimum standard inputs for productivity:
- Be on time and intuitive to take any calls, chats & email queries for both BU's as part of the wider IB team at all times of the day
- AWT <20 seconds
- Attempt to gain customer ePermission with all accounts
- Attempt to gain flu contact with all flu accounts
- GB Customer service and Flu inbox to be responded to within 24 hours
Admin and Customer Follow Up:
- Admin tasks delivered on time
- All systems updated by the last working day of the month if not before
Systems:
- 1CRM
- Vaxishop
- Workday
- Oracle
- iLearn
- IRIS
Compliance (all the below to be completed by the due date)
- iLearn
- IRIS
- Vita
- SAP
Additional task requirements
- Requirement to train others up to the acceptable standard for taking customer queries
- Flexibility to move around services during the working day to meet customer needs
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